Department: Information Technology Reporting to: IT Manager General Summary The Help Desk Technician\'s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Duties and Responsibilities Strategy & Planning \xc2\xb7 Evaluate documented resolutions and analyze trends for ways to prevent future problems. Operational Management \xc2\xb7 Field incoming help requests from end users via both telephone, e-mail and help desk. \xc2\xb7 Document all incoming help requests in help desk application (Service Desk Plus). \xc2\xb7 Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. \xc2\xb7 Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. \xc2\xb7 Help with development of I.T. procedures \xc2\xb7 Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. \xc2\xb7 Test fixes to ensure problem has been adequately resolved. \xc2\xb7 Perform post-resolution follow-ups to help requests. \xc2\xb7 Create users how-to and FAQ to be stored in help desk application. \xc2\xb7 Support end-users applications. \xc2\xb7 Support office 365 on-line. Knowledge, Skills and Abilities Required \xc2\xb7 Application support including Microsoft Windows, Microsoft Office and Dynamics AX. \xc2\xb7 Experience with Desktop support \xc2\xb7 Experience working in a Citrix environment. \xc2\xb7 Experience working with VMware environment \xc2\xb7 Knowledge of basic computer hardware. \xc2\xb7 Use of Bomgar remote support application is an asset. \xc2\xb7 Mac support an asset but not required \xc2\xb7 Good understanding of the organization\xe2\x80\x99s goals and objectives. \xc2\xb7 Exceptional written and oral communication skills. \xc2\xb7 Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. \xc2\xb7 Strong documentation skills. \xc2\xb7 Ability to conduct research into a wide range of computing issues as required. \xc2\xb7 Ability to absorb and retain information quickly. \xc2\xb7 Ability to present ideas in user-friendly language. \xc2\xb7 Highly self-motivated and directed. \xc2\xb7 Keen attention to detail. \xc2\xb7 Proven analytical and problem-solving abilities. \xc2\xb7 Ability to effectively prioritize and execute tasks in a high-pressure environment. \xc2\xb7 Exceptional customer service orientation. \xc2\xb7 Experience working in a team-oriented, collaborative environment. Qualifications College diploma or university degree in computer science or at least 2 years of applicable working experience. MCDST certification would be an asset. Applicants whose resume best demonstrate how they meet the qualifications to do the job will be invited to continue in the hiring process. Candidates must successfully complete a background check prior to an offer of employment being extended. Accommodation is available in all aspects of the recruitment process. If accommodation is required applicants should make this known in advance so arrangements can be made. Job Types: Full-time, Permanent Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Vision care

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Calgary, AB: reliably commute or plan to relocate before starting work (required)

Experience:

• Help desk: 2 years (preferred)

Work Location: In person